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Official Course
Description: MCCCD Approval:
4-29-08 |
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TLT154
2008 Summer I – 2009 Spring |
LEC |
2.0 Credit(s) |
2.0 Period(s) |
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Technical
Support Representative Telephony I |
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Digital
telephony services, products and regulations. Includes customer database
research techniques as well as troubleshooting and billing procedures. Prerequisites: None. |
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Go to Competencies Go to Outline
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MCCCD
Official Course Competencies: |
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TLT154 2008
Summer I – 2009 Spring |
Technical Support Representative Telephony I |
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1.
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Define standard telephony terms. (I) |
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2.
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Compare and contrast analog and digital telephony
equipment and functions. (I) |
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3.
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Explain Federal Communication Commission (FCC) and Arizona
Corporation Commission (ACC) regulations. (I) |
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4.
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Differentiate between inter and intra local access
transport areas (LATA). (I) |
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5.
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Describe various telephone packages and plans. (II) |
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6.
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Describe and explain use of telephony features. (II) |
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7.
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Explain procedures for developing telephony work orders.
(III) |
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8.
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Describe features and services scheduling issues. (III) |
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9.
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Explain procedures for trouble call staging. (IV) |
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10.
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Explain basic billing process and procedures. (V) |
Go to Description Go to top of
Competencies
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MCCCD
Official Course Outline: |
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TLT154 2008
Summer I – 2009 Spring |
Technical Support Representative Telephony I |
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I. Telephony Services A. Terms/Definitions B. Regulations 1. Telecommunications Act
of 1996 2. Federal Communication
Commission (FCC) 3. Arizona Corporation
Commission (ACC) C. Hybrid Fiber Coaxial
(HFC) Network 1. Requirements 2. Equipment 3. Benefits D. Local Access Transport
Area (LATA) 1. Intra 2. Inter II. Products A. Telephone 1. Packages 2. Plans B. Voice Mail 1. Packages 2. Codes C. Telephony Features D. Third Party
Verifications (TPV) III. Customer Database A. Navigation B. Research 1. Search Tabs 2. Account 3. Customer Status C. Work Orders 1. Codes 2. Serviceability 3. Service Change 4. Trouble Call 5. Special Request Order 6. Test Desk D. Scheduling 1. Features 2. Services IV. Troubleshooting A. Types 1. Switch 2. Packet Switched 3. Voice Mail 4. No Dial Tone B. Databases 1. Query Direct Number
(QDN) 2. Polaris 3. Glenayre
4. Query Voice Port (QVP) 5. Illuminet
C. Staging 1. Issues 2. Procedures D. Medical Emergency V. Billing A. Terms/Definitions B. Process 1. Screens 2. Codes 3. Flows C. Procedures 1. Research 2. Payments 3. Credits 4. Adjustments D. Statements |
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